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Customer Success Story

Stark Area Regional Transit Authority (SARTA)SARTA

Industry: Public Transportation
The Stark Area Regional Transit Authority (SARTA), which serves the Canton, Ohio area, has a proud history as an agency that has set the benchmark for excellence in the transportation industry. SARTA maintains a strong focus on fulfilling their primary mission-providing safe, responsive and efficient transportation for all citizens of Stark County. SARTA provides general bus service to area citizens as well as paratransit service for those citizens with disabilities. SARTA runs approximately 100 buses almost 24 hours a day, seven days a week and employs a workforce of about 200, with 50 to 75 of those being administrative staff and the rest transit drivers.

Business Challenge
When SARTA transitioned from a traditional to a VoIP telecommunications system, its legacy recording solution no long met its needs. Call recording, review and monitoring are key components of SARTA's customer service initiative, and a new solution, compatible with its communications system, was essential.

Solution
Having previously worked with OAISYS' former suite of ACD products, SARTA was familiar with OAISYS' quality and service. The company purchased and installed Tracer in 2007.

Features that have proven particularly useful for SARTA include:

  • VOX Recording: A key consideration was Tracer's ability to record radio communications, such as those used in dispatch facilities, 911 centers and transportation networks.
  • Call Sharing: Tracer's Talkument® voice documentation capabilities let users share calls or segments of calls via a secure, permissions-based link, rather than an unsecure sound file format, such as .WAV or .mp3.
  • Call Playback: The ability for workers and supervisors, particularly in the paratransit department, to review their calls via an easy to use interface has been well-received.

"The paratransit department has the ability to listen to their own calls and can critique their own ability to provide customer service. So, any day they can go back and listen to previous calls if the supervisor requests that they listen to those. That's a definite feature we enjoy. Also, recording all the radio communications is important for the transportation department. The ability for basically all supervisors and directors to log in at any PC and listen to those communications at any point has been good," said SARTA Information Systems Assistant Jeff Heimberger.

Additional benefits for SARTA have included:

  • Ease of Use: The prior recording solution had garnered many complaints that it was difficult to use and experienced unexplained glitches. Tracer has eliminated these problems.
  • Ease of Administration: Tracer enables administrators to quickly remove old users, add new ones and assign their access permissions.

"From our side of things on administration, I think it's been nice to have the ability to use it on our own PC, or on any PC we're at, logging in as the user and having administrative rights. On previous software we've had, you have to actually go to the physical server side and administer the product. [Tracer] was easy to use, easy to learn - after you did it once or twice it was quite easy to administer," Heimberger said.

About Tracer Tracer is the industry’s leading digital recording solution for contact centers. Tracer utilizes patent-pending OAISYS Portable Voice Document (PVD™) technology to capture telephone-based interactions as digital call recordings, or voice documents, that are available to store, organize, playback, annotate and share with others as needed. This core PVD functionality is paired with Tracer’s advanced contact center management features, including employee performance evaluations, the ability to live monitor calls, generate quality and resource utilization reporting and synchronized desktop video recording capabilities. Tracer is compatible with business communication systems from Avaya, Mitel, Toshiba, Shortel, and many other standards-based IP and legacy TDM systems.